Internet Service Issues

I need to file a complaint. We have lots of Xfinity Internet outages. Many say they are maintenance, which they don't allow credit for. One was for several hours on a weekday, and there was no prior notice provided. As a remote worker, I need at least 48 hours notice so I can make other plans. Also, we've had more issues after replacing our own modem with an Xfinity modem.

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XfinityVianney

Official Employee

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2.5K Messages

1 day ago

user_95kk7n, I'll be glad to review your local network issues further. Regarding the service interruptions, there can be a few reasons they occur. Ideally, we do our best to let customers know when we have planned maintenance. There are times, however, when something comes up that must be address immediately. We then start the work asap to clear things up, but these short-notice issues do make it harder for us to reach out in some instances. As someone who works from home, I understand the headache this can cause. Can you tell me more about the issues you experience when you are online?

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user_95kk7n

Visitor

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3 Messages

First, while there have been several maintenance outages over the past several months - way too many to be acceptable - the worst was a couple months ago that lasted several hours in the middle of the workday, and was actually called an "upgrade". There was ZERO prior notice for that outage. Very bad, totally unacceptable. And, yeah, no way to ask about it during the outage and no credit allowed to be received - again highly unacceptable. Secondly, there are way more (more than double the number of) outages or disturbances to the internet service to our home than power outages even though we live in an area with some trees. The number of internet outages here since we moved here to Woodinville is way more than at our previous home. So it seems like the system in this area needs to be improved, but so far it's still bad. I assume you have access to logs showing all the internet outages and disturbances to our house, and can see for yourself how bad it is. We need somebody at Xfinity who really knows what they are doing to truly analyze the issues and supply real fixes and get back to me with actual help.

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10 hours ago

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XfinityJon

Official Employee

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1.1K Messages

Alright, thank you.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window and press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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10 hours ago

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XfinityJustinC

Official Employee

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2K Messages

@user_95kk7n I appreciate you sending the direct message, I was able to locate that and will follow up with you there to continue to investigate the interruptions and service issues.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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8 hours ago

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EG

Expert

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116K Messages

7 hours ago

@user_95kk7n @XfinityJustinC

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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user_95kk7n

Visitor

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3 Messages

5 hours ago

So far in the direct message conversation, one post from an Xfinity rep did list dates and times of outages. Otherwise, there has been no help or indication that the issues will improve.

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Customer Service

user_95kk7n

Internet Service Issues

XfinityVianney

user_95kk7n

XfinityJon

XfinityJustinC

EG

user_95kk7n

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